The AI Support Engineer owns L1 enablement content, knowledge base maintenance, and runbook/documentation support for the Anthropic Claude Platform Managed Services engagement, and contributes L1.5/L2 support to help meet the Support Track's Service Levels.
Key Responsibilities
- Develop and maintain L1 enablement content and knowledge base articles for Authorized Users of the Anthropic Claude platform and its supported products (Claude Code, Claude Cowork, Claude Design, Claude Agents).
- Maintain and continuously update L1.5/L2 support runbooks and technical documentation as platform features, guardrails, and policies evolve.
- Provide L1.5/L2 support for Incidents and Service Requests, contributing to Response/Restoration targets (SL-1 through SL-4) and Service Request Fulfillment (SL-6).
- Support the weekly operational review of Incidents, changes, defects, and Service Level performance.
- Assist with onboarding and rollout-wave documentation to support the Onboarding & Rollout Completion Service Level (SL-7).
- Collaborate with the AI Architect(s) and Security Architect to translate platform and guardrail changes into updated support documentation and enablement content.
- Support production of monthly Service Level reporting for the Support Track.
- Contribute to knowledge-transfer documentation alongside the AI Architect during the Transition Period, helping close gaps left by the Outgoing Providers.
Required Qualifications
- Claude Certified Architect – Foundations (CCA-F) — Anthropic's official proctored certification for designing and shipping enterprise-grade Claude applications (or committed to obtaining it within an agreed timeframe of joining).
- Experience in application or platform support engineering, including tiered (L1/L1.5/L2) support models.
- Robust technical writing skills — able to produce clear runbooks, knowledge base articles, and enablement content for end users and support teams.
- Experience wor
📌 Senior Claude Platform Support Engineer (Bengaluru)
🏢 Unisys
📍 Bengaluru
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